Customer Service Support Advisor - Leeds (23770)
Job Details
Full Job Description
Exciting Opportunity: Customer Service Support Advisor in Leeds
About Engie
ENGIE is a global leader in low-carbon energy supply and services. We have been active in the UK energy market for over 20 years, and our investments in energy infrastructure are focused on energy storage and renewable energy (solar, wind, biogas), whilst supplying energy to organisations of all sizes.
We are reshaping the energy future by reconciling economic performance with a positive impact on people and the planet, and we are looking for people who are committed to help turn our vision into reality.
About the role
The role holder will be responsible for the resolution and root cause analysis of escalated customer queries, complaints, Ombudsman Service cases and Citizens Advice referrals. Working as part of the Customer Care team, the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved.
ENGIE are
recruiting for a Customer Service Support Advisor
based in Leeds. This is a Permanent role, working full
time Monday to Friday. On offer is a competitive salary, bonus and
benefits package.
Key Responsibilities
- To resolve escalated queries and complaints within agreed Service Level Agreements (SLA’s).
- To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation.
- To resolve and where necessary feedback on Citizens Advise referrals.
- To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and adhering to our policies at all times
- To keep accurate, detailed and up to date notes, in the Junifer System
- To manage the timely closure of queries and complaints ensuring targets are met
- To ensure new queries and complaints are opened whenever the nature of the contact differs and to re-open complaints where not resolved for the customer
- To adhere to internal policies, risk frameworks, industry compliance and other requirements.
- To complete complaint closure reports and perform root cause analysis.
- To identify themes of process and system issues that are creating high volumes of queries
Key Requirements
- Previous customer service experience
- Experience from a similar role within the Energy sector, desirable
- Excellent communication skills (including written and telephone skills).
- Microsoft Office proficient.
- Proven record of excellent customer service.
- Able to produce accurate work within tight deadlines.
- Proven organisational skills.
- Self-management.
What benefits we offer?
Flexible
Working
We understand the importance of work-life balance
and recognise that everyone is striving to find the perfect one
between work and home life. That's why we offer a hybrid working model
that combines the convenience of remote work with the benefits of
collaborating in a professional office environment. You'll have the
flexibility to work from home part of the time, allowing you to
optimise your productivity while enjoying a comfortable work setup.
Bonus Programme
We reward your hard work and
dedication with a competitive bonus programme that recognises and
values your contributions. Your efforts are appreciated and directly
reflected in your financial rewards.
Life Assurance
We prioritise your peace of mind by offering life assurance
coverage. You can feel confident knowing that your loved ones will be
protected in the event of the unexpected.
Income
Protection
Your financial security matters to us. Our income
protection benefits ensure that you have a safety net in place,
providing a valuable source of income if you're unable to work due to
illness or injury.
Employer Pension Contribution
We invest in your future by contributing to your pension
plan. You can enjoy the confidence and peace of mind that comes with
knowing that you're building a solid foundation for your retirement.
Healthcare Cash Plan
Your well-being matters to
us, which is why we provide a healthcare cash plan. You'll have access
to a range of healthcare benefits, including reimbursement for medical
expenses, dental and optical care, and more. Take care of yourself and
your family's health without financial worries.
myENGIE
We offer a range of flexible benefits to employees alongside
hundreds of retail and lifestyle discounts through myENGIE.
Diverse Employer
ENGIE’s purpose is to accelerate
the transition towards a carbon-neutral economy, through reduced
energy consumption and more environmentally friendly solutions, and we
know that the most successful businesses are the most sustainable
ones. Diversity, equity and inclusion is key to sustainability and
success and our goal is to attract, engage and retain the best talent,
bringing the best thinking to our business from inside and outside of
our industry. Our ambition is to make sure everyone at ENGIE feels
valued, respected and included. We know that diverse teams have more
creativity, imagination, innovation and problem solving capabilities,
so we are committed to tackling inequalities and creating a diverse
and inclusive business.
Equal Opportunity
We're
an equal opportunity employer, which means we'll consider all suitably
qualified applicants regardless of gender identity or expression,
ethnic origin, nationality, religion or beliefs, age, sexual
orientation, disability status or any other protected characteristic.
We recruit and develop our people based on merit and we're committed
to creating an inclusive environment for all employees. During the
application process you will be asked to complete an equality
questionnaire on a voluntary basis and any data we collect will be
treated confidentially and used for evaluation purposes only. This
helps us understand our audience so we can make sure we are doing
everything we can to attract a diverse range of people and ensure our
recruitment processes are fair and inclusive.
Customer Service Support Advisor - Leeds (23770)
Engie
All Direct Job Ads are subject to WhatJobs Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by WhatJobs. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.